Question 1

How does a removal with Lucy & Phil work from start to finish?

Accepted Answer

We make the moving process straightforward by handling the key stages in one coordinated service. We start by understanding what you are moving, where you are moving from and to, your preferred date, access arrangements and any additional requirements. We then plan the appropriate team, vehicle and equipment, complete the collection, transport your belongings securely and unload them at your new property. Where requested, we can also coordinate packing, furniture dismantling and reassembly, unpacking and storage.

Question 2

How do I get an accurate removals quote from Lucy & Phil?

Accepted Answer

You can contact us with your moving details and we will assess the requirements of your move before preparing a quotation. We look at factors such as the amount of furniture and belongings, property size, distance, access, stairs, lifts, parking, packing requirements, furniture dismantling, storage and any specialist items.
For larger or more complicated moves, we may need additional information or a property assessment to ensure the quotation reflects the work involved.
Our aim is to give you a realistic price based on your actual move, rather than an artificially low starting price that changes once the job begins.

Question 3

What information do I need to provide when requesting a removal quote?

Accepted Answer

The more information you provide, the more accurately we can plan your move. Ideally, tell us your collection and delivery locations, moving date, property type, number of bedrooms, approximate volume of belongings, floors and stairs, lift availability, parking arrangements and whether you need packing, dismantling, storage or unpacking.
If there are unusually large, fragile, valuable or difficult-to-access items, tell us before the quotation is finalised.

Question 4

Do you offer house removals for flats and properties with difficult access?

Accepted Answer

Yes. Flats, apartments and properties with challenging access can be accommodated, provided we know about the access requirements in advance.
Tell us about stairs, narrow entrances, long carrying distances, lifts, restricted parking, loading restrictions or access limitations during the quotation process. This allows us to plan the move properly and avoid unnecessary delays on moving day.

Question 5

What happens after I accept my removal quotation?

Accepted Answer

Once you approve the quotation, we confirm the scope of work, moving date, collection and delivery details and any additional services you have requested.
We then plan the resources required for the move so that the team arrives prepared with the appropriate vehicle, equipment and manpower. This gives you a clear understanding of what has been agreed before moving day.

Question 6

Can Lucy & Phil pack my entire home for me?

Accepted Answer

Yes. If you do not want to spend days packing before your move, we can provide a professional packing service.
We can discuss whether you require full-property packing, selected-room packing or assistance with fragile and difficult-to-pack belongings. Packing requirements should be agreed before the move so that the appropriate materials, time and resources can be planned.

Question 7

How do you protect furniture and belongings during a house move?

Accepted Answer

The correct protection depends on the item and the circumstances of the move. Furniture and belongings should be prepared and handled appropriately for loading, transportation and unloading.
If you have fragile, delicate, high-value, unusually large or specialist items, tell us before moving day. We can then assess the handling and protection requirements rather than treating every item as a standard household possession.

Question 8

Can you dismantle and reassemble furniture as part of the move?

Accepted Answer

Yes, where this service is agreed as part of your quotation.
Dismantling larger items can make transportation safer and easier, particularly where furniture needs to pass through doorways, staircases, lifts or narrow access points. Where reassembly is included, the furniture can be reassembled at the destination as agreed.

Question 9

What happens if my completion or moving time changes?

Accepted Answer

Property transactions do not always run exactly to schedule. If your completion, key collection or access time changes, contact us as soon as possible.
We will review the situation against our availability and the requirements of the move and explain what options are available. This is particularly important for same-day property completions where collection and delivery times depend on when access becomes available.

Question 10

Can Lucy & Phil move my belongings into storage if I cannot move into my new home?

Accepted Answer

Yes. If there is a gap between leaving your current property and moving into your next one, storage can form part of your moving plan.
We can coordinate removal, transportation and storage, allowing you to avoid arranging completely separate services. This can be particularly useful for delayed completions, renovations, temporary accommodation and overseas relocations.

Question 11

Can you move fragile, valuable, heavy or unusually large items?

Accepted Answer

We can discuss specialist items during the quotation stage and determine the appropriate approach.
Please tell us about items such as large furniture, heavy equipment, delicate possessions, artwork, specialist appliances or other difficult-to-handle items before the move. This allows us to assess access, manpower, equipment and protection requirements in advance.

Question 12

What should I do before the removal team arrives?

Accepted Answer

Good preparation makes moving day significantly easier. Where possible, have belongings ready for collection, identify anything that is not being moved, and make sure the team can safely access the property.
Please also tell us beforehand about parking restrictions, permits, keys, access codes, lifts, stairs, fragile items, restricted areas and any special instructions. If you have booked our packing service, we will agree the packing arrangements with you in advance.

Question 13

What happens if there is more work on moving day than originally described?

Accepted Answer

Our quotation is based on the information and scope agreed before the move. If the actual requirements are materially different, for example significantly more belongings, additional locations, unexpected access difficulties or services that were not included, the scope may need to be reassessed.
We aim to discuss any additional charge with you before carrying out additional chargeable work wherever reasonably possible. This gives you clarity rather than presenting you with an unexplained bill at the end.

Question 14

Do you provide removals for businesses as well as homes?

Accepted Answer

Yes. Lucy & Phil also provides commercial removals and business relocation services, including office moves, retail relocations, warehouse moves, equipment transportation, packing, storage and setup.
For businesses, we can plan the relocation around operational requirements with the objective of reducing unnecessary disruption and helping the new premises become operational as efficiently as possible.

Question 15

How far in advance should I book my removal company?

Accepted Answer

We recommend booking as early as you can, particularly if you have a fixed completion date, weekend move, end-of-month move, school-holiday move or a larger relocation.
Early booking gives us more opportunity to allocate the right vehicle, team and schedule. However, if you need a short-notice removal, contact us anyway. We can check availability and advise what can be arranged.

Removals & Storage

What we do

Scope

Custom Quote & Consultancy

Free Site Survey

48h Proposal Turnaround

Guaranteed Fixed Quote

Frequently Asked Questions